Travelling with hearing difficulties
We believe travelling should be comfortable and safe for everyone. If you have hearing difficulties, here's what you need to know before your trip.
Planning Your Flight
Please let us know at least 48 hours before your flight if you need assistance (for example, getting on or off the plane, or moving between gates for a connecting flight):
- During booking – when you enter all passenger details
- After booking – update passenger information in Manage your booking or fill out the online assistance form
While you're waiting at the gate, airport staff won’t be able to assist you. If you require assistance throughout your entire journey, please arrange to travel with a companion.
The able-bodied assistant:
- Must be at least 18 years old
- Must be able to move easily
- Can't help other passengers on the same flight
- Can't travel with infants on the same flight
If you have requested the service for visual impairment and are travelling with someone on the same booking, we will seat you next to each other free of charge upon request. Please note that seats at emergency exits are not permitted.
To help us ensure that you are seated together, we recommend you indicate this in advance by filling in the Additional Information field in the service request form. We will do everything possible to accommodate your seating needs.
If you use a device to help you hear, here's a checklist for what to pack:
- Storage case
- Charger and adapter
- Extra batteries
- Cleaning kit
- Backup device (if available)
At the airport
Arrive early – get to the airport at least 2 hours before your flight.
With the right support, getting through the airport can be much easier:
All passengers must go through security checks. Staff can guide you through the process, and a manual check may be done if needed.
Flight information is shown on screens – for example, boarding times, flight changes, delays and cancellations.
You can board the plane early if you have asked for additional assistance at least 48 hours before the flight. This gives you more time to get comfortable.
Airport staff can help you get on and off the plane if you let us know 48 hours before your flight. Please note that staff can't assist you while you wait at the gate.
During the flight
The cabin crew is here to help you have a safe and comfortable flight:
- Our crew knows about your needs. They will help you find your seat and get settled.
- For safety reasons, you will not be assigned a seat near an emergency exit.
- Staff will check that you are comfortable and offer any assistance you may need.
- All safety rules will be followed to make sure you are safe during the flight.
- If you need help at any time, just ask a crew member—they are there for you.
However, there are some things our cabin crew can't do:
- They can’t feed you or give you medicine.
- They can't help with personal hygiene.
- They can’t lift or carry passengers, but they can help passengers walk to and from the lavatory.
If you need help with any of these things, please bring a medical assistant with you.